Technical Support Specialist

India, USA

Full Time

At Atlan, we are both proud and humbled by the fact that we are building products that power data teams in more than 50 countries around the world, ranging from small startups to Fortune 500 giants. Our products form the very backbone of our users, have become a part of their daily workflows and directly impact their success.

In the past decade, products like Github helped companies build great engineering cultures. At Atlan, we are on a quest to help build winning data teams of the future.

Every line of code we write, every feature we add, every pixel we create—everything we do—is to help data teams around the world do their lives’ best work.

Let’s show the world how it’s done!

(Co-founders of Atlan)

What will you do? 🤔

Take ownership of customer issues and follow up on the status of problems with respective workgroups on behalf of the end customer.
Never be satisfied when it comes to solving a customer problem - get into the root-cause identification by analysing cascaded symptoms and prevent similar issues from reoccurring
Proactively take calls and manage service levels and abandon rates during business-critical needs. Address urgent issues quickly, work within and measure against customer SLAs.
Handle major incidents by coordinating with multiple teams
Take ownership of technical issues by working closely with developers to resolve more complicated problems.
Work closely with the CS and Engineering team to enhance the quality of existing products.
Use logs, metrics and alerts to gauge the health of the system, and debug when issues hit the platform or the product
Craft well-written, user-facing communication and documentation
Translate user feedback and needs to well-scoped requirements, and collaborate with our engineering team to deliver them in Atlan
Build processes to scale customer support including ticketing management, SLAs, workflows and more.
Own Atlan's product documentation & training content, and craft well-written user-facing communications and documentation.
Train and mentor new team members as we scale our Customer Happiness function

What makes you a match for us? 😍

You are experienced as a data practitioner and/or have operated in a B2B SaaS organisation, and you're now looking to expand your horizons and build product-led growth with deep user empathy.
You understand data and software markets, products, and businesses. Familiarity with the modern data stack across ETL, storage, BI, and everything in between, with a demonstrated ability to stay up to date with new developments, is a plus.
Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues while working within escalation procedures.
A high rate of learning, natural curiosity, and eagerness to debate opinions to find the truth. Previously demonstrated aptitude for partnering with internal or external stakeholders across geographies.
Logging and keeping records of various issues to help the team prioritise fixes and automations, along with measuring the product quality.
Excellent problem-solving, documenting troubleshooting and problem resolution steps.
Good to have the understanding of at least one of the programming languages (PHP, Java, Python).
Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.

Can't wait to join us?
Get started on your application.

Apply Now

Do your life's best work with Atlan

Shape the future of our products

As part of the Business Team, you play a pivotal role. You are the voice of our users and inform all the important decisions we make. You will work closely with our users and prospects to understand their pain points and feed this information into our product roadmap.

Not only have I been able to understand how the Product Team approaches creating a product, but I’ve also been able to share our customers’ feedback with the team, which directly influences product development. Here, your input can shape everything from the name of a product to the features it needs to have!
Kritika Oberoi
Founder's Staff
I'm the eyes and ears for the product team and give them a clear picture of our users’ feedback, their daily workflows, critical decisions, motivations and more. This helps us build a product that truly solves the problems faced by every human of data that we work with!
Aishwarya Bedekar
Partnerships Manager

Item 1 of 2

I've been astounded thus far with my experience at Atlan. Everyone is an A+ player, works hard, and believes in the common mission. What I love most is the reflective culture we have. Everyone is self-aware and highlights challenges as opposed to hiding them. Over-communication is paramount, even more so in a remote culture, and I think we do a great job of it.
Andrew Ermogenous
Partnerships Manager
A relentless focus on our core values is at the heart of everything that we do at Atlan. This helps build a strong culture in which professional growth is entwined with business growth, where everyone is committed to constant improvement. I have never met a single person at Atlan who just wants to leave things as they are — we are here to learn, get our hands dirty and push our boundaries!
Mathura Vaidyanathan
Bangalore, India
My first week here had me hit the ground running with speaking to customers, onboarding them, and taking complete ownership of their experience. In my role, I get to collaborate with almost all functions in Atlan and this excellent support system enables me to drive a great customer experience. Being a primary interface between customers and the product team and playing a pivotal role in the growth of the product is both rewarding and fulfilling!
Ashwin Murali
Bangalore, India
From day one, I have been under GREAT mentors who worked hard to upgrade my knowledge and skills. I came from a different work background and yet they were patient with me, while at the same time they recognized my achievements. The people here are so motivated and dedicated, it's contagious! I've never worked for a company that's more welcoming and nurturing as Atlan.
Ma. Isabel Yonzon-Atienza
Manila, Philippines

Item 1 of 4

Ownership and autonomy from day one

At Atlan, business is all about putting the user first and addressing their needs. So the way your set your goals will be informed by the unique challenges that you need to solve. That’s why you have complete ownership of your projects—you set the priorities, decide on the experiments, and the best way to reach your goals.

Working at Atlan has been one for the books. Waking up every day to the challenge of building the Africa business pipeline has forced me to grow both personally and professionally more ways than I ever imagined. I have naturally grown to approach and tackle challenges differently as well as selectively choose my priorities to maximize my energy.
Quinta Onditi
Consultant
At Atlan, I’ve always been encouraged to take full ownership of my projects from the first day itself. It is Atlan that I’ve got the opportunity to try various experiments to take our product across geographies and industries. Where else would I get so much freedom to experiment and manage my work.
Ujwal Chaudhari
Sales Executive

Item 1 of 2

Apply for Technical Support Specialist

Fill the form below to kick-start your application. You will be redirected to our job site upon submitting your details.